Onboarding & Account Setup

Last Updated: June 26, 2025

Getting started with ReturnGO is simple—this guide will walk you through the onboarding process, from installation to account setup, so you can start managing returns seamlessly.

Install ReturnGO

Before setting up your account, you’ll need to install ReturnGO on your eCommerce platform.

If you are on an Enterprise or non-Shopify plan, please talk to your onboarding manager regarding implementation.

Account Setup Checklist

Once you’ve installed ReturnGO and selected your subscription plan, you need to set up your account in order to be able to start processing returns with ReturnGO.

Here's a quick checklist of what you’ll need to configure before going live:

  1. Set up return methods - define how customers can return items. 
  2. Set up your return resolutions - outline what kinds of returns you offer.
  3. Define your return policy - set your return policy eligibility and different scenarios.
  4. Integrate your return portal into your store - add your return portal to your online store.

Need help? Schedule a one-on-one onboarding session with a support agent.

General Onboarding

When installing ReturnGO on Shopify, an onboarding wizard will take you step by step through setting up ReturnGO’s core return management system and configuring return types and methods.

Note: This onboarding flow is currently only applicable to ReturnGO merchants who install ReturnGO through the Shopify app store.

To set up ReturnGO:

  1. Install ReturnGO from the Shopify app store.
  2. Click LET’s GET STARTED.

    Get Started New
  3. Select a plan from the available options. If you choose Return Guard, you’ll follow different steps explained in the Return Guard Onboarding section below. For all other plans, continue with this setup.

    Choose your plan
  4. Choose the return types you support. A default policy rule will be created for each selected type. You can adjust settings and add more rules later.
  5. After selecting the return types, click CONTINUE ONBOARDING to proceed.

      Choose return types
    1. Create your first return method. This will create your first default return method, which will use ReturnGO labels.

      To create your first default return method, you need to choose a return address. You can change or add more return addresses later in your settings. 

      When selecting a return address, you can choose either an existing Shopify online inventory location or set a custom address.

      Create first return method

    Note: Check the checkbox to use the selected return address as your restocking location. Uncheck to set a separate location for restocking.

    • Click CONTINUE ONBOARDING to save your settings and proceed to the next step.
      Create return method fulfillment

    7. Click FINISH & ACTIVATE PORTAL. This will activate your return portal.

    Almost finish onboarding

    8. Now that you’re almost finished with the onboarding flow, you still need to complete a few final steps to finish setting up and go live. Review the What’s Next screen for the remaining setup options, including:

    • Adjust Your Policies & Settings: Set up the return options and policy rules you want to support.
    • Test Your Return Portal: Preview the return portal to make sure the flow works correctly.
    • Publish Your Return Portal: Add the portal link to your website so customers can easily access it.

    9. Click GET STARTED NOW to finish the setup and go to your dashboard. You'll be automatically redirected to Shopify to accept the new plan, after which you can continue configuring your settings and go live.

    Whats Next

    Return Guard Onboarding

    Return Guard is a return coverage model that enables customers to pay a small fee at checkout to get free returns later, ensuring a smooth post-purchase experience. It reduces return costs and promotes a more transparent return policy.

    If you select the Return Guard plan on the plan selection screen, the onboarding process will proceed as follows:

    1. Choose the return types you support. A default policy rule will be created for each selected type. You can adjust settings and add more rules later.

    2. After selecting the return types, click CONTINUE ONBOARDING to proceed.

    Choose return types

    3. Create your first return method. This will create your first default return method, which will use Ship by Return Guard labels.

    To create your first default return method, you need to choose a return address. You can change or add more return addresses later in your settings. 

    When selecting a return address, you can choose either an existing Shopify online inventory location or set a custom address.

    • Click CONTINUE ONBOARDING to save your settings and proceed to the next step.
    Create first return method

    Note: Check the checkbox to use the selected return address as your restocking location. Uncheck to set a separate location for restocking.

    Checkbox

    4. Click FINISH & ACTIVATE PORTAL to activate your return portal. This will redirect you to your eCommerce platform to approve your plan. Return Guard will not be actively offered on your store yet.

    Finish onboarding

    5. In your eCommerce platform, click APPROVE to approve your plan, and you will be taken back to your ReturnGO dashboard.

    6. The What's Next screen will give you an overview of the remaining steps before you can go live. Click SCHEDULE AN ONBOARDING CALL to book a session with the ReturnGO team to finalize your Return Guard setup.

    Whats Next updated

    Note: After finishing the onboarding wizard, a banner will appear at the top of your dashboard prompting you to book an onboarding call to complete your Return Guard setup.

    Onboarding Call banner-1

    7. Once you’ve completed the onboarding wizard, schedule your onboarding call with the ReturnGO support team. This call is required to finalize your Return Guard setup. 

    Note: You can book your onboarding call from the Return Guard page of your ReturnGO dashboard, or contact the support team via the in-app chat.

    Launching Your ReturnGO Portal

    After completing all the steps, you can finish up your account setup by launching your ReturnGO portal. 

    To add your ReturnGO portal to your online store:

    1. Copy the link to your return portal. 
    2. Place your return portal link as a hyperlink in your store footer, return policy page, on your product pages, or anywhere on your eCommerce site.
      Updated Account Setup Overview11
    3. You can also test your portal by clicking the PREVIEW MODE button.
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      Once you’ve set up your account, you can start managing your returns.

    Managing Your ReturnGO Subscription

    You can manage your current subscription from the Subscriptions Plan page of your account. Here's how to manage your subscription:

    Troubleshooting

    If you encounter any issues during onboarding or have trouble setting up your settings and policies, feel free to contact ReturnGO Support through chat or email. 


    For more personalized help, you can book an onboarding call from the Home page in your ReturnGO dashboard and a ReturnGO expert will help you get set up.